Hybrid Customer Experience & Order Management Lead

Role: Order Management Lead (Customer Experience)

Reports into: Customer Experience Manager

Contract Type: Full Time, 7.5 hours per day, 37.5 hours per week

Location: Hybrid, working 3 days a week in our offices based in Old Street, London

About Us

Nothing is clearer to us than the belief that every woman should include strength training in her life to enhance both physical and mental well-being. It's about building strong bodies and even stronger minds, asserting their right to take up space in the gym, and allowing the spotlight to shine bright on their progress. To us, strength training represents a determined, goal-oriented mindset and an unwavering work ethic. We don't wait for success; we create it through hard work and determination. When faced with challenges, we don't back down; instead, we break through barriers, recognising that true progress lies on the other side. These are the pillars that form the foundation of Oner Active. We consistently challenge ourselves to create innovative and impactful products, so that you can perform better. With our range of products and innovative approach, we provide a wide variety of colours to ensure that all skin tones genuinely radiate in Oner.

Our Purpose and Mission

We are on a mission to unite and empower women to be the strongest version of themselves through strength training. We want to inspire women to take centre stage in the gym by promoting strength training, which underpins all movement and sport, as a healthy foundation in life.

Our Benefits

• 25 days annual leave + bank holidays and work from anywhere up to 4 weeks a year
• 5% employer match salary sacrifice pension scheme
• Generous Oner Active discount plus regular office sample sales
• Free Evolve You subscription
• Private Healthcare with Vitality including optical and dental
• Monthly wellness allowance and team workout classes
• Start-up culture - the chance to learn and make a real impact
• Great employee events like our Summer party, Christmas party and team away days
• Healthy office snacks and fruit (plus a chocolate cupboard for a sweet treat for the balance)
• Dog friendly office

The Opportunity

We are seeking a highly capable and motivated Order Management Lead to join our team in an elevated role that combines Customer Experience (CX) and Order Management responsibilities. This position plays a key role in ensuring both exceptional customer interactions and smooth operational order processing. You will support customers across Zowie, while also taking ownership of backend order workflows, fraud checks, and fulfilment issue resolution. This is an ideal role for someone detail-oriented, proactive, and confident, working across both customer-facing communication and operational systems (Shopify/WMS).

Role Overview

As a Customer Experience Lead, you will act as a first point of contact for customers while also managing critical order lifecycle processes. You will be responsible for resolving customer queries, improving response quality and speed, and ensuring backend accuracy through order checks, fraud review, and fulfilment monitoring. This dual responsibility ensures a seamless end-to-end experience for customers.

Key Responsibilities

• Act as the first point of contact for customer and community queries via Zowie, delivering high-quality, on-brand support, providing personalised responses within agreed SLAs, ensuring speed, accuracy, and empathy.
• Manage enquiries across orders, deliveries, payments, returns, refunds, and product information.
• Take end-to-end ownership of customer cases, ensuring timely and effective resolution.
• Operate across key systems, including Shopify and Authentica WMS, to manage order-related issues.
• Monitor and action tagged orders, ensuring correct handling and prioritisation.
• Investigate and resolve flagged orders (e.g. fraud-filtered orders), working with internal teams as needed.
• Manage oversold and out-of-stock orders, communicating proactively with customers and delivering appropriate resolutions.
• Process manual refunds outside Shopify's automated capability, ensuring accuracy and clear customer communication.
• Collaborate with UK and Austrian finance teams to validate and complete refund requests in line with controls.
• Escalate complex or high-risk issues to relevant teams (e.g. logistics, tech, finance) and track through to resolution.
• Support community management and maintain brand reputation, especially during high-impact incidents.
• Identify trends, recurring issues, and operational gaps to improve processes and the customer journey.
• Maintain accurate system updates and documentation to ensure operational efficiency and data integrity.

You’ll need to have

• Proven experience in a customer-focused role within eCommerce
• Experience working with Shopify, Zowie, or similar platforms
• Strong understanding of order management processes and workflows
• Ability to balance customer communication with operational tasks
• Excellent attention to detail, particularly when handling orders and data
• Proactive mindset with a problem-solving and "one-touch" resolution approach
• Strong organisational skills with the ability to manage a fast-paced workload
• Confident decision-making skills, particularly when handling fraud or order issues
• Excellent written and verbal communication skills
• Positive, adaptable, and team-oriented attitude

Equality, Diversity, and Inclusion

At Oner Active it's about embracing diversity and empowering every individual to reach their full potential. We are committed to creating an environment where everyone feels valued, supported, and able to thrive. We welcome applications from all backgrounds and are dedicated to ensuring that everyone has equal access to opportunities during the recruitment process. If you require any reasonable adjustments or additional support, we encourage you to reach out to our Recruitment team - we're here to support you every step of the way.